Paul225
Level 2: Rookie

Unable to open some websites

Hi,

 

I've got a Telstra Smart Modem Gen 2 Arcadyan LH1000. Last week I had to turn the power off to the modem for a moment then restarted the modem. Although internet works, I am unable to view some websites now via any device or any browser however some websites work. If I type in the URL, the browser says Access to www.whatever.com was denied, You don't have the user rights to view this page. HTTP ERROR 403 and the url will go to www.whatever.com/login.htm

 

If I google the website and click on the google link the website loads Ok. Any ideas? This issue has started on all our devices iphones and windows computers so I suspect it's the Telstra Smart Modem issue. DNS is set to Telstra however haven't changed this. Not sure what to check. Any help appreciated.

 

Cheers, Paul.

 

 

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15 REPLIES 15
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Unable to open some websites

Try using a non Telstra DNS from the drop down list for both IPv6 and IPv4. Save settings and either reboot modem or disconnect and reconnect your device.

Dowser
Level 21: Augmented
Level 21: Augmented

Re: Unable to open some websites

You could try using the Google DNS Servers.

Paul225
Level 2: Rookie

Re: Unable to open some websites

Using Google DNS, saved settings, rebooted modem however same problem. What's wrong with the Telstra DNS? Been using that, until recently haven't had issues.

 

Paul.

Dowser
Level 21: Augmented
Level 21: Augmented

Re: Unable to open some websites

I suggest that you reboot the modem, test it again, then try a factory reset.

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Unable to open some websites

Hi - that error code may be associated with an authentication issue where the web server rejects your connection attempt - if you have a suffix digit following 403, you can look up Wikipedia see the reason. Have you previously had to log-in to these sites or are they general sites in Australia or overseas. Maybe they have been backlisted by Telstra or relevant authorities in error.  

 

If you are familiar with the CMD functions 'ping' and 'tracert' commands, it is possible to use either one to ascertain the actual IP address of the problem web server and then try using its IP address to directly connect to it instead of the usual URL. You will then see if the server is using IPv4 or IPv6. If that fails, it may indicate a possible blacklist or Telstra Broadband Protect issue. If it connects, it may imply a DNS issue with Telstra.

 

In case your Browser Settings - Data Cache, History and Cookies files have some corruption, have you Cleared then out - sometimes that removes connection failures where a PC is presented with a loop back log -in request back to the modem's Admin Screen - similar you your condition but with an external web server, however your issue appears to occur on multiple devices.

 

Is the modem on firmware version 0.14.12r?  

Paul225
Level 2: Rookie

Re: Unable to open some websites

Ok I'll have a play around. Yes I'm getting the 403 error message:

Don't think it's a browser issue as I'm getting similar issues on other devices (iPad or Linux computer) doesn't do it for all websites though and I can still access those website via Google search. So I get the above if I clicked in the browser saved link or type in address URL directly but can access via google. 

Yes the Telstra smart modem is running 0.14.12r firmware, switched to Google DNS, rebooted modem but haven't done factory reset. Also get the following come up in the browser when I first boot the windows computer:

 

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Unable to open some websites

Thanks. Strange condition. I have had the Microsoft pop up a few times when I was experimenting with connecting two modems last year. I dismissed the page and then did some more experimenting. Reading about that URL, it appears that Windows 10 checks if you have an Internet connection on boot up, maybe afterwards as well, and if it can't see one, it attempts to redirect you to a public network Hot Spot that requires a log-in, however in this case it stops and rejects you - maybe senses that internet is now up. I think Telstra Air has been removed from residential modems earlier this year.

 

Are the devices connected to the Arcadyan or do you have a Wireless Access Point, Booster, Extender they go through which may cause a delay for connection if devices are mobile within the home changing from 5Ghz to 2.4 Ghz. I think @Dowser  suggestion of doing a Factory Reset would be the next logical step. 

Paul225
Level 2: Rookie

Re: Unable to open some websites

Getting the same issue I had again with some websites not loading. Tried @cf4 and @Dowser suggestions ie changed the Local Network and IP6 local network DNS to Google however this didn't help, did a factory reset and this fixed it for a month or so then yesterday noticed the modem rebooted by itself, maybe firmware update? not sure, however got the same problem again. Changed DNS to Google again and did factory reset however this time hasn't solved the issue of some websites no loading.

Running Telstra Smart Modem Gen 2. Arcadyan LH1000 

Firmware Number
0.15.16r
Any ideas?
 
Thanks Paul.
Dowser
Level 21: Augmented
Level 21: Augmented

Re: Unable to open some websites

If you have access to another modem it could be worth trying it to see if that isolates the issue to your current modem.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Unable to open some websites

To find out were the connection is failing could you open a command prompt on a PC connected to modem and do a tracert to one of the sites that is not working and post results. It should be similar to tracert below.

 

>tracert speedtest.telstra.com

Tracing route to hlb-public-main-elb-1826844788.ap-southeast-2.elb.amazonaws.com [3.24.152.144]
over a maximum of 30 hops:

1 3 ms 1 ms <1 ms mymodem [192.168.178.1]
2 7 ms 7 ms 5 ms gateway.sb03.adelaide.asp.telstra.net [58.162.26.163]
3 11 ms 6 ms 7 ms ae10.way-ice301.adelaide.telstra.net [203.50.61.209]
4 8 ms 7 ms 7 ms bundle-ether25.way-core10.adelaide.telstra.net [203.50.61.208]
5 23 ms 21 ms 20 ms bundle-ether16.exi-core10.melbourne.telstra.net [203.50.6.231]
6 21 ms 18 ms 19 ms bundle-ether1.lon-edge903.melbourne.telstra.net [203.50.11.199]
7 19 ms 21 ms 18 ms ama3304920.lnk.telstra.net [203.54.209.34]
8 20 ms 22 ms 22 ms 150.222.72.41
9 18 ms 21 ms 20 ms 52.93.33.61
10 30 ms 29 ms 31 ms 52.93.33.153
11 32 ms 32 ms 33 ms 150.222.241.146
12 * * * Request timed out.
13 * * * Request timed out.
14 28 ms 29 ms 29 ms 150.222.112.159
15 31 ms 29 ms 39 ms 150.222.112.158
16 30 ms 29 ms 32 ms 52.95.36.143
17 35 ms 34 ms 32 ms 52.95.38.17
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

 

Paul225
Level 2: Rookie

Re: Unable to open some websites

Ok @cf4 , this is what I got, turns out speedtest.telstra.com isn't coming up so tried that:

 

 

C:\Users\User>=tracert speedtest.telstra.com

Tracing route to hlb-public-main-elb-1826844788.ap-southeast-2.elb.amazonaws.com [3.24.152.144]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms mymodem [192.168.0.1]
2 9 ms 12 ms 9 ms gateway.nb09.sydney.asp.telstra.net [58.162.26.73]
3 20 ms 10 ms 17 ms ae10.ken-ice301.sydney.telstra.net [203.50.61.81]
4 12 ms 14 ms 9 ms bundle-ether25.ken-core10.sydney.telstra.net [203.50.61.80]
5 12 ms 16 ms 21 ms bundle-ether1.ken-edge903.sydney.telstra.net [203.50.11.173]
6 9 ms 9 ms 15 ms ama3726017.lnk.telstra.net [139.130.117.78]
7 9 ms 14 ms 14 ms 15.230.23.205
8 * * * Request timed out.
9 12 ms 13 ms 15 ms 150.222.112.146
10 11 ms 11 ms 12 ms 52.95.36.47
11 10 ms 9 ms 13 ms 52.95.38.17
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

Thanks, Paul.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Unable to open some websites

One thing I have noticed is that both www.whatever.com  and speedtest.telstra.com only have an IPv4 address, they don't have a IPv6 address. 

 

If you log into modem and Go to Advanced > Diagnostics > Connection are all test successful 

 

 Interface Enabled
 Link Up
 58.xxx.xxx.xxx
 2001:8003:xxxx:xxxx:xxxx:xxxx:xxxx
 Success
 Success
 Success
Paul225
Level 2: Rookie

Re: Unable to open some websites

@cf4 Yes says all Success with green tick:

 

WAN Enable
 Interface Enabled
WAN Available
 Link Up
IP Version 4 Address
 120.xxx.xxx.xxx
IP Version 6 Address
 2001:xxxx:xxx:xxx:xxx:xxxx:xxxx:xxxx
Next Hop Ping
 Success
First DNS Server Ping
 Success
Second DNS Server Ping
 Success
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Unable to open some websites

If you have a NBN FTTP, NBN HFC or NBN FTTC connection try by-passing the modem and connect a PC or MAC directly NBN NTD, and check if you still have the same problem. This will check whether it is the NBN link or the modem causing the problem.

Paul225
Level 2: Rookie

Re: Unable to open some websites

I did notice the following today, I can access all the websites I have trouble accessing if I use https://

So I can't access http://speedtest.telstra.com but can access https://speedtest.telstra.com

 

however with this problem can't do windows updates etc

 

Paul.

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